Agency Operations Builder — Repeatable Delivery

Proposed SOP: Ecommerce analytics implementation

Status: Proposed future state for review and pilot. The supplied description is the only current-state evidence; no company policies or tool access were provided.

Purpose and scope

Move an approved fixed-scope analytics implementation from sales handoff through client acceptance with clear ownership, access controls, QA, and documented evidence. Legal, security, privacy, contract, and employment decisions remain with authorized owners.

Trigger and entry criteria

Trigger: An authorized owner records that the engagement is won and ready for delivery handoff.
Entry criteria: Scope and exclusions are available; a delivery lead is assigned; client and agency contacts are identified or marked unknown; required approvals and procurement conditions are known. Do not start production work until required access and authorization are confirmed.

Required inputs

• Approved proposal/SOW and change-control path
• Sales discovery notes and client goals
• Named agency account and delivery owners
• Client stakeholders and approvers, with unknowns flagged
• Analytics platforms, properties, environments, and data-use purpose as supplied
• Access request and approval evidence
• Milestones, dependencies, acceptance criteria, and communication cadence

Roles and decision rights

Use role names until real individuals are confirmed. Delivery leadership approves readiness to start; the client’s authorized approver accepts client deliverables.

Workflow and gates

Sales handoff: Account lead transfers scope, assumptions, exclusions, dependencies, client goals, pricing model, and unresolved questions. Delivery lead records gaps.
2.

Handoff acceptance: Delivery lead confirms ownership, scope clarity, capacity, and named client contacts. If a critical item is unknown, assign an owner and hold point.
3.

Kickoff readiness: Account lead confirms stakeholders, milestones, communication, and client inputs. Do not describe access as ready until an authorized grant is documented.
4.

Access gate: Client admin grants named, least-privilege access through the approved identity process. No shared passwords or secrets in chat/email. Record status and approver, not credentials.
5.

Plan and baseline: Analyst documents properties, events, definitions, environments, assumptions, and the agreed source of truth. Client approver confirms any material interpretation.
6.

Implementation: Analyst works only within approved scope and environment, records changes, and raises scope or data issues before proceeding.
7.

QA gate: Reviewer checks agreed events, naming, data behavior, permissions, and test evidence. Log defects and block acceptance until critical defects are resolved.
8.

Client review: Share only approved evidence and deliverables. Capture decision, approver, date, open issue, and requested change. Route out-of-scope work through change control.
9.

Acceptance and closeout: Record acceptance evidence, handoff documentation, known limitations, ownership, and access offboarding/review date.

Exceptions and escalation

• Missing contract scope, required PO, authorized client owner, or access approval: pause affected work; account lead resolves commercial/client dependency.
• Suspected data exposure or excessive access: stop use, follow the organization’s incident process, notify authorized security/privacy owner.
• Scope conflict or new deliverable: document impact and route through change control before execution.
• Capacity conflict: delivery lead re-plans with leadership; do not mark a date committed without approval.

Completion evidence

A handoff packet, owner assignments, approved access status, implementation log, QA checklist with evidence, client decision/acceptance record, known limitations, and offboarding/review date are present or explicitly marked not applicable with an owner.

Pilot and review

Pilot this proposed SOP on one suitable engagement. Track missing inputs, blocked handoffs, QA defects, rework, cycle time, and client clarification requests using agreed definitions. Review with delivery and account owners after the pilot; revise only from observed evidence. No efficiency claim is established until baseline and comparison data exist.